Understanding and resolving SMTP blocking for Mail Abuse on the LWS Panel

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Introduction

Sending emails is crucial for any company or individual. At LWS, we make every effort to ensure that this service is secure and efficient. However, errors such as SMTP blocking for Mail Abuse can occur. This blocking is carried out in order to preserve the spam reputation of our SMTP servers and thus not block other clients using the same SMTP server. This documentation will guide you through the causes, solutions and prevention of this problem.

I. Understanding L-SPAMXX errors

LWS uses a robust anti-spam system to protect its customers and maintain the reputation of its servers. This system, based on RSPAMD, analyses each outgoing email. Points are awarded according to the content. A high score may classify the email as spam, triggering L-SPAMXX errors.

If you encounter L-SPAM00, L-SPAM10 or L-SPAM11 errors, the first step is to change your email account password via your LWS customer area. For more serious errors such as L-SPAM20, L-SPAM21, L-SPAM30, L-SPAM31 or L-SPAM40, a Mail Abuse procedure is required.

How do you know if your SMTP service has been suspended?

As soon as we suspend the SMTP service for your account, we send you an email to the contact address in your LWS customer account.

However, it is possible to see the current status of your service by following these steps:

Step 1: You must first log in to your LWS customer area to access the management of your hosting or Pro mail service.

Step 2: Once in your hosting management, find the "Email addresses" section. Then click on "Mail Abuse".

Step 3: On the page that appears, if the message is green, this indicates that you do not have any email addresses blocked for the reason "Mail Abuse". On the other hand, if the message is red, this indicates that one or more email addresses are blocked for this reason.

A second method of checking whether one or more addresses are being blocked by Mail Abuse is to go to theemail administration area.

You will then see an indicator in the list of your mailboxes giving you an overview of the status of your mailboxes.

If in the "Restrictions" column you see that one of your mailboxes is suspended with an alert triangle, then your mailbox is currently blocked for spam. Clicking on the triangle will also take you to the Mail Abuse page.

What should I do if my SMTP service has been suspended?

In this type of case, in Email Abuse, you will be able to see the blocking indicated by a red message, as well as the mailboxes affected and the date of blocking for each of them.

At this point, you will need to check the emails sent by clicking on the blue 'check email history' button at the bottom of the page, which will take you directly to the email tracking page.

Among the emails you will see in the list on this page, you will be able to find emails that have been deemed spam and are therefore in error.

The Spam Score column will show you the score obtained by your emails and, for 72 hours following the test send, you will be able to view the contents of the email and the spam report by clicking on the contents of this column.

It's up to you to check whether it was sent from your site or an email box linked to your account.

In general, in 90% of cases, the problem is due to malware or a virus present on your PC or website.

In this type of case, you need to run an antivirus, update your system, your site or both.

Contact your webmaster or IT manager. Our support team can also advise and help you.

How do I remove the suspension of the SMTP service on your LWS Shared Hosting?

You can reactivate your outgoing mailings once you have resolved the problem and the time limit for complaints has expired.

To reactivate your service, simply return to the Email Abuse page and click on the green"Unblock mailboxes" button.

You've requested suspension and you're suspended again?

If it's been less than 90 days since the first SMTP unblocking request, then you can no longer request unblocking and the outgoing SMTP email service will remain blocked on this hosting. In fact, the button allowing you to unblock the service will no longer be available until the 90-day period has elapsed.

If you absolutely need an email sending service with your account, the only solution is to switch to a VPS server type service, which includes a dedicated, fixed IPv4 address. This allows you to have your own SMTP delivery server.

Be aware that if you continue to send spam, even with a VPS server, there is a very good chance that your emails will no longer reach your recipients. Services such as Gmail, Yahoo and Outlook will block your SMTP server and your domains on their spam systems.